This is an excerpt from the ombudsmans website about complaints
When we look at complaints about travel insurance, we take into account:
- the relevant policy wording;
- the relevant law;
- any regulations that applied at the time in question; and
- any industry codes of conduct in force at the time in question.
We also review any other relevant evidence, which could include:
- medical reports;
- police reports;
- "property irregularity" reports; and
- claim forms.
When the complaint is about policy exclusions or limitations, we take into account any advice the seller of the policy may have provided – and whether there is evidence that unusual or significant exclusions or limitations were drawn to the customer's attention.
The Ombudsman deals with hundreds of claims each year and very often publishes guidance for specific claims. For example the volcanic ash cloud. The Ombudsman received over 700 complaints from consumers and as a result made a ruling in favour of consumers. This was challenged in court, but ultimately the ombudsman won and consumers claims were paid.
To assist you in making a complaint, it is important that you provide as much information as possible, regarding dates, and events and any material evidence in the form of receipts to assist you.
Visit the Financial Ombudsman's website as they have a lot of information and case studies and you may well find that a similar complaint to yours has already been dealt with.